Go Forth, Field Technicians: Introducing Work Orders (Generally Available)

Do you need to track work performed for your customers? Work orders represent tasks to be performed on a customer’s product, typically in field service. Use work orders to efficiently track repairs, standard maintenance, and other types of service. This feature is available in both Lightning Experience and Salesforce Classic.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud

Work orders can be associated with accounts, assets, cases, contacts, entitlements, service contracts, and other work orders. You can also create custom relationships between work orders and other standard or custom objects.

You can view work orders on the Work Orders tab or the Work Orders related list on supported objects. You can also add work orders as a navigation tab item in the service console.

We recommend adding work order line items to work orders to add details about the task to be performed. Work order line items represent specific tasks that a technician must perform to complete the work order. They can mark line items as completed one by one, which makes it easier to track and improve field service processes. You can also link a line item to a specific asset, which is helpful if you need to track the repair or replacement of a particular part.

For example:
  • If a customer purchases an asset from you and experiences a problem with it, you can create a work order to repair the asset.
  • If a customer purchases an asset from you and covers it with a preventive service contract, you can create a work order that represents a periodic maintenance checkup.